Kiran Uppal

Initiator
DISC Type : Di

Head of Customer Care Experience & Transformation at ASOS.com

London, England, United Kingdom

Overview

Kiran is a customer-centric leader and the Head of Customer Care Experience & Transformation at ASOS. With a career spanning high-profile retailers like Michael Kors, she specializes in digital care transformation and creating seamless omni-channel experiences. Colleagues describe her as passionate, proactive, and supportive.

Her passion for retail began with a part-time job at 16, leading to a lifelong career in the sector. She shows a strong interest in the broader consumer goods landscape, following major beauty and CPG brands like Lancôme and Procter & Gamble.

Interestingly, despite her extensive career in customer experience and retail, Kiran holds a Bachelor of Laws (LLB) degree.

Personality Overview

Friendly Challenger

Impact-Oriented

Conviction Driven

They usually prefer to drive the conversation.  They measure a product on its merit but can be influenced by strong testimonials. They respond well to objective pitches but also attach some value to relationships.

Topics They Care About

Customer Experience
Her entire career is dedicated to CX. She is a frequent speaker at industry events on creating world-class, seamless customer journeys.
Digital Transformation
Leads transformation at ASOS Customer Care. Her teams have won multiple awards for their recent digital transformation projects.
AI in Customer Service
Speaks publicly on how AI and automation are enabling adaptive and personalized customer support, blending technology with human interaction.

Media Appearances

Kiran has no verified media appearances

Work History

10-2024
Head of Customer Care Experience & Transformation at ASOS.com
2-2023 - 10-2024
Head of Digital Care at ASOS.com
5-2021 - 2-2023
Senior Digital Care Programme Manager at ASOS.com
5-2019 - 8-2020
Director, Customer Experience - EMEA at Michael Kors
7-2016 - 5-2019
Senior Manager, Customer Experience EU at Michael Kors

Education

Bachelor of Laws (LLB) from The Manchester Metropolitan University

More Information

Social Presence :

Prographics :

Exp : 21 Location : London, England, United Kingdom Job Level : Mid-senior Designation : Head of Customer Care Experience & Transformation at ASOS.com
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Insights For Selling To Kiran

During A Call Or A Meeting

DO's

  • Acknowledge their status and position during the conversation
  • Keep your pitch focused on the impact but insert some anecdotes into it
  • Focus on the big picture and the strategic value of your product

DONT's

  • Avoid focusing only on the product or its ROI, keep building trust subtly
  • Don’t be too verbose or overly friendly; a little bit, however, is fine
  • Don’t keep repeating the same information, it could make them impatient

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Kiran is

  • Product value plays a big role, followed by relationship and a sense of achievement.
  • Will you ever get a clear answer from Kiran

  • If they do not firmly believe in you, they will refuse without hesitation.

Insights For Deal Planning

    How fast (or slow) will Kiran move?

  • If they develop confidence in your product and you, then they can make fast decisions.
  • Can Kiran take some risk or not?

  • If necessary, they have the ability to take risky decisions.

You And Kiran

Personality Compatibility


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